Fault Rectification. Corrective/curative maintenance shall be based on level of severity as described elsewhere in the document (categories of faults)
Fault Rectification. 16.2.1. Corrective/curative maintenance shall be based on level of severity as described elsewhere in the document (categories of faults).
16.2.2. On site and repair times shall commence from the time of notification of a fault by the Centre to the Contractor.
16.2.3. Repair time shall be that point in time at which the system is returned to an acceptable level of operation to the satisfaction of KPLC. Where a full repair has not been carried out the fault shall be classified as a non-urgent fault and the repair time period shall commence from the time of the temporary repair and the Contractor shall use his best endeavors to restore the system to full operational status as quickly as possible; except where the fault is due to damage beyond the Contractor's reasonable control, and he shall then take all necessary steps to expedite the repairs to the reasonable satisfaction of KPLC.
16.2.4. An urgent fault shall be any fault(s) that results in the loss of either picture, control facilities or recording of cameras. A non-urgent fault shall be all other faults not classified as urgent.
16.2.5. The Contractor shall report to the Central Command and Control center and record his attendance in the regional control room prior to commencing any works.
16.2.6. The Contractor shall report to the Control Room before leaving site and confirm all actions/repairs that have been carried out.
Fault Rectification. Each parties shall rectify faults on a first come first serve basis where the priority level is the same in accordance with the target times set out in Condition 3.5
Fault Rectification. Support Service are provided as detailed in this Schedule to:
2.6.1 Rectify any Incidents in relation to the performance of the Services;
2.6.2 Identify if the cause of an identified Incident is the responsibility of Arrow or the Customer.
2.6.3 Facilitate rectification of any Incidents which are the responsibility of Arrow. This may involve other providers who have responsibility for delivery of Service.
Fault Rectification. Fault handling and escalation
3.3.1 Etellect will allocate to any Fault a Response Time in accordance with the details set out in Table 2 below and based upon the priority allocated in accordance with clause 3.1.4 or 3.2.2 above. Faults which remain unresolved at the end of the Response Time will be escalated as shown in Table 2 and as illustrated in Chart 1. Descriptions of the activities associated with each stage are shown in Table 3. One 30 minutes. Escalated after this period to – Stage 2 Escalated after 1 hour (cumulative) to - Stage 3 Escalated after 2 hours (cumulative) to - Stage 4 Two 3 hours. Escalated after this period to - Stage 2 Escalated after 4 hours (cumulative) to - Stage 3 Escalated after 5 hours (cumulative) to - Stage 4 Three 6 hours. Escalated after this period to - Stage 2 Escalated after 8 hours (cumulative) to - Stage 3 Escalated after 9 hours (cumulative) to - Stage 4 Stage Response Activity Stage 1 The Etellect Representative on the Technical Helpdesk will acknowledge the Fault Call and advise on tests and actions required in order to resolve the problem, consulting as necessary with other Etellect Representatives and third parties. Should the Etellect Representative be unable to resolve the problem or provide an action plan suitable to the Customer, the Fault Call will be escalated to Etellect’s Operations Team and Etellect’s Account Manager will also be informed. Stage 2 Etellect Operations Team will determine a suitable action plan and agree it with the Customer. Where appointed, the Account Manager will be notified. Etellect Implementation Team may also be involved at this point and third party manufacturers and/or suppliers may be contacted for additional technical support. Stage 3 If unresolved following Stage 2, the Fault will be escalated to Etellect Customer Services or Operations Managers, as appropriate. They will involve all necessary resources, both internally and externally, to ensure an acceptable resolution for the Customer. Etellect Technical Services Director will also be informed. Stage 4 If unresolved following Stage 3, then Etellect Technical Services Director will take responsibility for the call and involve all necessary senior and management resources, both internally and externally, to ensure an acceptable resolution for the Customer. Etellect Managing Director will be appraised of the situation.
3.3.2 Response Times will start to run at the Call Open Time. The Etellect Representative may amend any Fault...
Fault Rectification. Subject to the fault process detailed, the following definitions will be applied to faults raised on the Horizon platform.
5.6.1. Category A – Major – Service interruption affecting 50% or more of handsets. Response and resolution aimed for the same day.
5.6.2. Category B – Moderate – Service interruption affecting 1 or 2 handsets. Response and resolution aimed at end of next working day.
5.6.3. Category C – Minor – Non Service affecting issues incl. change requests. Response and resolution aimed within three working days.
